Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?
In its short life, the mobile telecoms industry has changed dramatically. From the introduction of brick-like handsets aimed at business people in the 1980s to mass market adoption and the emergence of smartphones, developments have been non-stop. And with 4G networks around the corner, change isn’t going to end anytime soon.The high speed nature of the mobile phone industry could explain it...
This is a guest blog post from Jo Causon, chief executive of the Institute of Customer Service, the professional body for customer service.We live in an age of ‘austerity spending’, where businesses have to work harder than ever to hang on to their customers.Last year we commissioned research that concluded that the average cost to replace a lost customer is around £6,500 and 56 ...